Brad Kevelin

Photographer
Seattle, Washington

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Scheduling Clients via E-mail

Scheduling clients via email can turn into a long back-and-forth time-wasting exchange. It's the wrong tool. Make a policy or use the phone.

Written Aug 31, 2009, read 1979 times since then.

I'm a photographer and I don’t like scheduling people by email, because it usually goes something like this:

Them: Hi, I'd like to make an appointment, what's your availability?

Me: (I check my personal calendar and my studio calendar.) My schedule changes frequently but I currently have Tues at 10am, and Wed at 2pm available. Also, I need to know how much studio time you want, and I also need your phone number in order to book the time.

Them: (A few hours later.) Oh, I work during the day, do you have anything on evenings or weekends?

Me: (I check my personal calendar and my studio calendar again.) I have Tues evening and Sat morning available. I still need to know how much studio time you want, and I also need your phone number in order to book the time.

Them: (A few hours later.) Oh, I bowl on Tuesdays. Where are you located?

Me: You’ll find directions on my web site.

Them: (A few hours later.) I’m not sure I can make it that early on a Saturday. Do you have anything on Sunday?

Me: I need to know how much studio time you need before I can say when I’m available.

Them: (A few hours later.) Oh, I just want the budget package with the half hour of studio time.

Me: (I check my personal calendar and my studio calendar again.) I normally take Sundays off, but I can do that if that’s your only available day. How about 3pm?

Them: (A few hours later.) Could you do noon?

Me: I usually have brunch with a friend on Sundays, but I can do that if it’s your only time. I still need more info. (see above)

Them: (A day later.) Oh, I don’t want you to miss your brunch! How about 6:30pm?

Me: (I check my personal calendar and my studio calendar again.) I’m sorry, since you last replied, someone else has booked that time. How about 8pm?

Them: (A few hours later.) Perfect! What should I wear for my portrait? Do you take Visa?

Me: Great. Yes, I take all forms of payment, and you’ll find tips on what to wear on my web site. I still need your phone number.

Them: Oh, sorry. My phone is 555-1212.

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This could have been accomplished with a 2-minute phone call rather than a long back and forth e-mail exchange. This is why doctors and dentists don’t schedule by email. Can you imagine if they tried to schedule all of their clients via email? This is why email is the wrong tool (and the phone is the right tool) for scheduling appointments.

If I can't use the phone, I request that people send the following info in their email:
1. phone number
2. how much time they need
3. at least three blocks of time when they're available
4. respond quickly since my schedule changes frequently

Another option for getting the above information is to use a form on your web site with different fields for phone, blocks of time, etc. The fields act as gentle reminders for them to provide the information.

Make this your policy and save yourself time and hassle. And it makes you look efficient too.

But be cautious, because you don't want the tone of your e-mail response to be harsh or off-putting to your new client. Make them glad they chose you.

Learn more about the author, Brad Kevelin.

Posted by Yvonne Aileen, Portland, Oregon | Sep 02, 2009

Brad, you are so right! I've been caught in the email loop myself. I also find that the more you can "touch" a client the better. Phone touches better than email; in person touches better than phone. I sound like a masseuse, but that's about the only business I don't do!

BTW, prospective clients will take your time for granted if you let them. I've learned not to reschedule personal commitments. I simply say, "I have another meeting at that time, will [fill in the blank] work for you?" They don't need to know what your other meeting is. So next time, go have brunch with your friends!
Posted by Marie Lail Blackburn, Seattle, Washington | Sep 02, 2009

Brad, thanks for writing this article. And Yvonne, thanks for your insights, too. I agree 150% with both of you. I'm finding that our culture -- especially our business culture -- has become so "hooked" on these virtual communication tools that we've lost sight of the value of the old-fashioned phone call. Today I picked up the phone to talk over details with three of my clients and in each case learned something valuable that would have never been shared electronically, and I was "thanked" for calling!

Another piece I'd add to this discussion is equally simple: please answer your phone. The voicemail "back-and-forth" is equally as off-putting as the email dance. I'm working on a wonderful design project now with a client who found me through "google," but later told me I was the only person she called that day who actually answered the phone. I forward my calls to my cell when I'm out.......and you probably do, too......but I do it simply so that I can talk to people who call me. Granted, you're not going to be able to answer every call no matter what.....but if you're pushing all the buttons to get the phone to ring - you might answer it when it does!
Posted by Chris Lott, Meridian, Idaho | Sep 03, 2009

Try Xobni... It really has helped with staying connected to my clients. Has a great email "current open dates" feature.
Posted by Deborah Drake, Bellevue, Washington | Sep 03, 2009

Brad,

A wonderful article with a fine example of a very common scenario.

Personally, I love using the phone for the absolute quickest conversion of an inquiry to an appointment or a registration...some form of a "yes, let's get started and I am committing."

I find in the work I do that email is fine with established relationships too. AND yes, to save time and create more space and time for other productive activities, I use a good old fashioned telephone call. Real-time dialogues always cause acceleration to the first or next stage of closure and action.

And yes, I agree with Marie: Answer that ringing phone or at the very least do respond as quickly as possible to missed calls. So many possibilities slip through the cracks when we are not prompt in responding.

The point is to get connected long enough to determine what can and will happen between any two or more people seeking to work together.

Thanks for this article and the gentle reminder of a simple best practice that is good for business and relating of all kinds.

Deborah Drake - Enrollment Specialist and Marketing Support

You be the Expert. Let me be your Evangelist.
Posted by David (Dahveed) Gross PT, Seattle, Washington | Sep 03, 2009

I occasionally make appointments by email and I find it very convenient. Typically it is with already established clients and they know what information that I need. It is convenient in those situations because sometimes it is easier than getting me on the phone. That said, I still prefer the person to person contact of talking to someone on the phone and arranging appointments that way.
Posted by Jan Clark, Montrose, Colorado | Sep 03, 2009

Brad,

Great article. While I love communicating via email, it is vital to save time by asking new clients some keys questions to eliminate excessive emailing. As a full-time virtual assistant, I receive an abundance of inquiry emails on a multitude of topics (from potential clients to others interested in becoming a VA). I developed a standard line of questions (cut and pasted) to knock out some details early on and get to the point without sounding too harsh. I also write blog posts on the importance of proper communication via email as inflection and humor don't always come across as intended to the recipient.

Best to you, Jan Clark EVA - Electronic Virtual Assistant
Posted by Karrie Kohlhaas, Seattle, Washington | Sep 03, 2009

You make great points about the back and forth problem, Brad, but it's usually because people don't know how to schedule effectively through email. I do typically schedule--even with new clients--via email and it is very easy and saves us both a lot of time.

What differs from your approach above is that I don't offer "blocks of time" but rather a handful of specific appointment times and ask the client to respond asap with their top two in case something fills in the meantime. I reply to confirm one. That's it.

I might offer some times for the following week as well--especially if there are many inquiries getting back to me at the same time. By having clients respond with their top two times, I can curb the double booking problem.

I also do this same process by phone if I leave a message and ask clients to reply with their top two times in a phone or email message.

An even easier way is to simply add a scheduling program to your website. There are lots of them out there...http://www.bookfresh.com/ and many others. There are downsides to automating as well, but it's an option for those who really have a hard time scheduling.

Glad you bring this point! Thanks!

ThoughtShot Business Consulting
Posted by Mike Whitmore, Bellevue, Washington | Sep 03, 2009

Brad,

I'd like to meet you. How's your calendar look for next week? (Just kidding . . .)

Mike
Posted by Brad Kevelin, Seattle, Washington | Sep 03, 2009

Hi all, thanks for the input and the tips.
Posted by Alan Newbold, miami, Florida | Sep 04, 2009

I'd like to really expose you to Green Technology that will eliminate these issues by integrating communications with your business workflow. I promise to save you thousands of dollars in operating and supply costs.
Posted by Maximus Kang, Issaquah, Washington | Jun 06, 2010

Oh man I definitely can relate with you with those tedious, unnecessary email chains. Online forms definitely help as long as the follow up is done properly, which it sounds like you have a very good grasp on! Cheers my friend!